Shipping Policy

Order Processing

• Orders are generally processed within 1–2 business days after payment has been successfully received.
• Orders received or paid after 12:00 SAST may only be processed on the following business day.
• Orders are not normally dispatched on weekends or South African public holidays.
• During promotions, product launches, or periods of unusually high order volumes, processing may take slightly longer.

Delivery Timeframes

Estimated delivery times following dispatch are:

• Major centres: approximately 1–3 business days
• Regional and outlying areas: approximately 3–7 business days

These timeframes are estimates and not guaranteed delivery dates. Courier delays, severe weather, access restrictions, peak periods, industrial action, or other circumstances outside Hylora Skin's reasonable control may affect delivery times.

Shipping Rates

Applicable shipping charges will be displayed during checkout before you complete your order.

Rates may vary according to factors such as the delivery destination, parcel size and weight, and the courier service required.

Where Hylora Skin offers a free shipping promotion, any applicable conditions or minimum order values will be communicated as part of that promotion.

Tracking

Once your order has been dispatched, you will receive tracking information where tracking is available for the selected courier service.

Tracking information may be provided by email, SMS, or through the courier's tracking system.

Delivery Address & Contact Information

Customers are responsible for providing a complete and accurate physical delivery address and a reachable contact number when placing an order.

We cannot deliver to PO Boxes.

Incorrect, incomplete, inaccessible, or changed delivery addresses may result in delays or additional courier charges.

If an address needs to be changed after an order has been dispatched, we will attempt to assist, but changes cannot be guaranteed and additional courier charges may apply.

Delivery Attempts

The courier will attempt delivery according to its normal delivery procedures.

If delivery cannot be completed because:

• nobody is available to receive the parcel;
• the customer cannot be contacted;
• access to the delivery location is unavailable;
• the address supplied is incorrect or incomplete; or
• delivery is refused,

the courier may arrange another delivery attempt or return the parcel to us.

Any additional courier costs arising from circumstances attributable to the recipient may be charged before the parcel is re-dispatched.

Authority to Leave

Parcels are not intended to be left unattended unless this has been specifically requested or authorised by the recipient and accepted by the courier.

Where a customer requests that a parcel be left unattended or delivered without obtaining a signature, the customer accepts the additional risk associated with that instruction once the courier has completed delivery in accordance with it.

Receiving Your Order

Please inspect the parcel as soon as reasonably possible after receiving it.

If the parcel appears damaged, opened, tampered with, or if products are missing, please contact Hylora Skin within 48 hours of delivery and provide:

• your order number;
• photographs of the outer packaging;
• photographs of the courier label;
• photographs of any damaged products or packaging; and
• details of the missing or damaged items.

Please retain the packaging until the matter has been resolved.

Damaged, Missing or Lost Parcels

Where a parcel is damaged, missing, or believed to have been lost in transit, Hylora Skin will coordinate the matter with the courier on your behalf.

We may require supporting photographs, delivery information, or other evidence before an investigation can be completed.

Where appropriate, Hylora Skin will arrange a replacement, refund, or other suitable resolution once the circumstances have been established.

Courier investigation timeframes may vary and are outside our direct control.

Split Shipments

Where necessary, we may fulfil an order in more than one parcel, including where products become available at different times or where doing so enables us to dispatch your order sooner.

Where Hylora Skin elects to split an order, you will not be charged additional shipping fees solely because the order has been divided into multiple parcels.

Separate tracking information may be issued for each parcel.

Undeliverable & Returned Parcels

If a parcel is returned to Hylora Skin because of:

• an incorrect or incomplete address;
• unsuccessful delivery attempts;
• inability to contact the recipient;
• refusal of delivery; or
• another recipient-related delivery issue,

we will contact you to determine whether the order should be re-dispatched.

Additional shipping charges may apply before re-dispatch.

Original delivery charges that have already been incurred are generally not refundable unless otherwise required by applicable law.

Order Changes & Cancellations

If you need to change your delivery address or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate changes before the parcel has been collected by the courier.

Once an order has been dispatched, cancellations, address changes, or delivery amendments may no longer be possible and may incur additional courier charges.

International Shipping

Hylora Skin currently ships within South Africa only.

Should international shipping become available in future, applicable customs duties, taxes, import charges, clearance requirements, and international shipping conditions will be communicated separately.

Courier Restrictions

All shipments remain subject to the operational and safety requirements of our appointed courier service providers.

If a product, destination, or shipment requires special handling or cannot be transported through the originally selected service, Hylora Skin may arrange an alternative delivery method or contact you to agree on an appropriate solution.

Customer Support

For assistance with a delivery, please contact Hylora Skin and include your order number and, where available, your tracking number.

We will liaise with the courier on your behalf where necessary.